Course Summary

In this two-day interactive course attendees gain the skills for the effective implementation of the ServiceNow Field Service Management application. This course is designed for Implementation Specialists responsible for set-up and configuration of the Field Service Management applications. A combination of lecture, group discussions, group activities, and lab work helps attendees develop skills to achieve the following:

• Validate foundational data
• Analyze and implement customer business requirements
• Use industry good practice for field service management implementation
• Discuss common field service management integration scenarios and good practices
• Set-up field service business and assignment configuration
• Configure work order form and mandatory skills
• Create advanced maintenance plans and maintenance schedules
• Configure central dispatch and dynamic scheduling
• Automate transfer order line task assignment using flow designer
• Configure appointment booking service
• Configure advanced time recording and time sheet policy
• Create a targeted communication
• Configure contextual knowledge for work orders and work order tasks
• Configure field service mobile application

1: Field Service Management Implementation Planning
• FSM features, process, and data review
• Field service industry good practices
• FSM implementation good practices
• Process Integrations
• Foundation data planning
• Prepare to Implement Field Service Management

Module 2: Implementing Field Service Processes
• Validate Foundation Data
• Configure Field Service Process, Assignment, and Add-ons
• Configure Work Order Creation
• Configure Time Recording
• Validate Foundation Data
• Configure Approval Workflow
• Field Service Configuration
• Configure Mandatory Skills
• Create a Work Order Template
• Create an Advanced Maintenance Plan
• Configure Advanced Time Recording

Module 3: Optimizing Inventory & Scheduling Operations
• Scheduling and Dispatch Configurations
• Dynamic Scheduling Configuration
• Parts Sourcing and Transfer Process automation
• Configure Central Dispatch
• Configure Dynamic Scheduling
• Automate Transfer Order Line Task Assignment using Flow Designer

Module 4: Implementing Field Service Mobile
• Agent Mobile Application Overview
• Field Service Mobile Configurations
• Mobile Migration Considerations
• Configure VIP Tasks Applet

Module 5: Implementing Related Processes
• Customer Experience Configurations
• Appointment Booking Configuration
• Configure Targeted Communications
• Configure Field Service Knowledge Base and Contextual Search
• Configure Appointment Booking
• Appointment Booking – Advanced Availability Configuration
• Create a Targeted Communication and Notification
• Configure Contextual Knowledge for the Field Service Knowledge Base

Before attending this course you should have: ServiceNow Administration Fundamentals

Upon successful completion of the course, delegates will receive a certificate of completion, acknowledging their proficiency in the subject matter.

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.

Questions About This Course?